Neha Baghel

• Handled high priority Major Incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
• Initiated and led the implementation of critical processes, starting from their conceptualization and laying the foundation for their successful establishment within the organization.
• Demonstrated a proactive and hands-on approach in establishing efficient processes, resulting in improved operations and streamlined incident and problem management.
• Ensuring that all incident information is accurate, complete, and well-documented. Instrumental in conducting Root Cause Analysis (RCA) to pinpoint underlying issues, ensuring thorough investigations, and implementing effective solutions to prevent reoccurrence.
• Proficiently managed incident and problem resolution, effectively analyzing root causes and conducting Post Incident Review (PIR) calls to identify areas for continuous improvement.
• Collaborating with operations teams, Infrastructure team, and other relevant departments to facilitate smooth change and problem management processes.

• Managed critical incidents, meeting SLAs with effective workarounds.
• Followed ITIL procedures for quality service delivery and SLA compliance.
• Analyzed backlogs, collaborated with clients for timely resolution.
• Supported Release Management for new platforms, products, and services.
• Assisted in Non-Major Incident escalation and managed bridges for resolution.
• Published communications to stakeholders and Microsoft leadership.
• Conducted peer-to-peer training and reviewed outgoing communications.
• Performed Post Incident Reviews (PIR) for process improvements.
• Prioritized significant incidents for efficient resolution.

• Acted as a SPOC for internal and external partners, ensuring centralized Incident Communication and quick resolutions worldwide.
• Provided continuous updates to stakeholders through Incident Notifications across various channels.
• Enforced SLA adherence and minimized customer impact for internal and external customers.
• Proactively monitored Application and Infrastructure availability and performance using key tools.
• Utilized performance metrics to drive business results.
• Identified and addressed critical challenges faced by carriers to facilitate successful delivery.

• Crucial point of contact for document verification before disbursing Retirement funds at ADP Retirement services.

• Processed client forms and reviewed withdrawal requests.

• Served as SPOC for internal teams and external partners, ensuring quick incident resolutions for customers. • Owned end-to-end Management activities for all requests and documented incident timelines.

• Conducted process training for new hires and contributed to process improvement plans.